Summary
Service Desk emails fail with error "Your email request could not be created. Please check the fields have been correctly filled in" if Service Desk Customer - Portal Access is removed from Schedule Issues project permission.
Environment
JIRA Service Desk 3.6.0
Any OS
Any database
As an admin, I do not want to expose the customer portal to any customers and I do not wish to grant public access. Therefore, I have removed all references to the Service Desk Portal from my Service Desk project permissions.
Steps to Reproduce
- Start a new service desk project
- Configure the email channel
- Remove the group Service Desk Customer from the Schedule Issues project permission
- As a customer who is not also a JIRA user with Schedule Issues permission in that project, send an email to the email channel address.
Expected Result: A new issue is created.
Actual Result: No new issue is created. An error appears in the mail processing log: "Your email request could not be created. Please check the fields have been correctly filled in."
Workaround
Ensure that the Service Desk Customer - Portal Access group of users has the Schedule Issues project permission for the Service Desk project
Notes
The root cause of this issue was found by signing in to the portal as a user whose emails were failing and attempting to create an issue as that user. In doing so, a different error message is thrown pointing to the project permission in question.
Bug
Low
